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Job summary

Main area
Administration
Grade
Band 2
Contract
Permanent
Hours
Part time - 30 hours per week (Monday - Sunday between the hours of 08:00 - 20:00. 1 in 4 weekends Working enhancements for weekend working)
Job ref
229-IC-7530673
Employer
Wye Valley NHS Trust
Employer type
NHS
Site
Nelson House
Town
Herefordshire
Salary
£24,465 per annum, pro rata
Salary period
Yearly
Closing
09/11/2025 23:59
NHS

Call Handler (INTERNAL)

Band 2

 

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Job overview

***INTERNAL APPLICANTS ONLY***

We have an exciting opportunity that has arisen in our Community  Referral Hub (CRH), we are looking for an enthusiastic team player to become a call handler in our hub. The hub supports the delivery of care to people in their own homes who need urgent community services.

The successful candidate will take calls from members of the public and healthcare professionals and will be instrumental in capturing the required information to inform our clinical teams. You will need a friendly manner, have excellent IT skills and a positive can-do attitude. 

The Community Referral Hub (CRH) is open 7 days a week, 365 days per year, between the hours of 08:00 - 20:00. The successful candidate will need to be able to work within these times covering a mix of early, middle and late shifts on a roster basis, working a 1 in 4 weekend (weekend enhancement are paid) We are able to offer flexibility to the successful candidate. 

Full training will be given for the right candidate - we believe in recruiting based on our values at Wye Valley NHS Trust.

Main duties of the job

The post holder will receive and process referrals for the Community  Referral Hub (CRH) via a call handling system, effectively communications with a wide range of healthcare professionals and outside callers including members of the public.  The post holder will support the admin team in additional administrative duties to assist in the routine functioning of the service.

Working for our organisation

Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire NHS FT , the George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust.

Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.

We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care we’d want for our family and friends.

More than 3,500 people work for the Trust – they tell us it’s a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.

We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.

Russell Hardy, Trust Chairman: “The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential.”

Our values - Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time…all the time.

 

Detailed job description and main responsibilities

To view role requirements and role responsibilities in full, please view ‘supporting documents’ linked to this vacancy.

 

Person specification

Education & Qualifications

Essential criteria
  • NVQ Level 2 in Administration or equivalent
Desirable criteria
  • Customer service training

Skills, Knowledge & Abilities

Essential criteria
  • Excellent IT and computer skills
  • Effective verbal and written communication skills
  • Good questioning and information gathering skills
  • Good telephone manner and customer care skills
  • Awareness of own limitations
  • Ability to establish and maintain good working relationships and a willingness to integrate into multidisciplinary teams
  • Competent in IT skills including the use of Microsoft Office

Experience

Desirable criteria
  • Previous clerical inputting, filing, data experience including data retrieval and photocopying
  • Previous experience of working with the public sector
  • To be familiar with electronic data management systems
Trust IDApprenticeships logoNo smoking policyMenopause Friendly EmployerAge positiveInvestors in People: GoldArmed Forces Covenant (Silver Award)Mindful employer. Being positive about mental health.Disability confident employercorporate covenantNHS Rainbow badge

Applicant requirements

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Sherrie Davies
Job title
Administration Manager
Email address
[email protected]
Telephone number
07890 227335

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